HVACR contractors understand that their customers depend on them to make the complex simple, and a reputable contractor can do that. To the average consumer, their air-conditioning equipment is a mystery even if they have some fundamental understanding that it has an electrical system, blows air around and through their home or business, and somehow employs that “Freon” stuff in order to keep them comfortable, or uses some type of fossil fuel in the winter to keep them warm.
Yup, contractors who have taken the time to make sure a customer’s questions are answered as completely as possible when they call to request service, and that the technician who responds not only knows what to do technical-wise, but also possesses the soft skills necessary to put the customer at ease and explain what will be and has been done, understand that they need to make it as simple and easy as possible for the customer.
And, yet, when it comes to their web site, some contractors fall short of accomplishing this fundamental mission.
The factor that I see most often that supports my theory on this subject is contact information…..and I don’t mean just a phone number and an email link. Certainly, that information has to be prominently displayed, but if you have a store-front operation or a building (even if it is in an industrial area that your customer would likely never visit), there’s a simple format that gives visitors a feeling that they can trust you when your home page, or any page on your site, shows up on their screen. And accomplishing it in WordPress is a simple task.
When your web developer/designer sets up your site, the page will be set in what is known as a Theme, with a banner across the top that shows your company name and logo (yes, you need a logo) along with drop-down menu buttons shown across the bottom of the banner. Directly below the banner there will be a larger area in the left and center of the page where you can place text and photos, and also a smaller area to the right known as a sidebar. The sidebar never changes no matter what page your visitor navigates to via the drop-down menu buttons, and the information that will always be front-and-center, right at the top of that sidebar will be:
1. Your company name.
2. Your street address. (If you use a PO Box for mail, list that too.)
3. Your phone number.
4. Your fax number. (Yes, believe it or not, some people still communicate via fax, so have one set up for them.)
5. The email address that a customer can reach you via a simple click that brings up a contact form.
The point of this simple format is to give the customer the opportunity to be familiar with your company as quickly as possible, and not have to search for your contact information or where you are located by scrolling down or searching around. I recommend this not just because of the familiarity issue, but also from an SEO standpoint.
What’s SEO? It’s Search Engine Optimization, which is a system that ranks your site according to its visibility on search engines, and if a visitor has to search tediously for some basic information, the fact that they are clicking around, back and forth, lowers your ranking. So make it easy for them to find out where you are and how they can get in touch with you.
Other things you can place on your sidebar are helpful links to other information resources for your customer, and a link to your blog, which is another must-have on your site. And, when you create a blog, make sure that’s all it is is a blog. Too often, a contractor takes the time to set up a blog on which they can discuss something related to HVACR, such as new developments in the industry that have resulted in higher efficiency operation of equipment, and then they include something along the line of “Click Here For More Information” which is a link that leads to a contact form or some other method of obtaining information or a sales lead.
Ummmm. no, that’s not a blog anymore. That’s a sales page. And, obviously, while you’re going to have sales pages on your site, a blog provides information, period. Free information. Information that your potential customer can use, learn from, gain a better understanding of things, etc….it’s not a page for direct selling.
When your web site is designed properly, there are pages that give you an opportunity to sell, and there are pages that are for providing help and information to your visitors. Let them pick the pages they want to buy from.
Learn from yesterday….Live for today….Look forward to tomorrow
An astute airline executive once said that if a passenger noticed coffee stains on their tray when they pulled it down from the seat in front of them, they would wonder what else was being overlooked regarding the maintenance of the plane. The same philosophy applies to a web site.
Is there a link on your site that says “Click Here” to read more about your company or a product you’re offering that doesn’t work when a visitor clicks on it?
Hmmmm….coffee stains on a tray = “Is this plane safe?”
On the surface, this might seem like a long reach, but think about it. I’m not saying that it immediately goes to the airline passenger wondering if a technician’s maintenance checklist was followed precisely, meaning that the procedure to follow when replacing a particular gasket and tightening each bolt to the correct foot-pound level in proper sequence was adhered to, so the access door won’t allow a cabin pressure problem, that would lead to an in-flight emergency, that could lead to a crash. Of course it doesn’t work that way. A passenger on a plane doesn’t have a clue about specific maintenance procedures. But they can decide on a dime that there may be a reason not to trust, and trust is what it’s all about.
Let’s face it. The Internet is rife with fraud and other depravities, and people know it.
Oh, they’re willing to give you a chance to prove that you can be trusted, and when they click on that aforementioned link and it works like it’s supposed to, their trust factor, which is tantamount to giving you the benefit of the doubt, is there. However, if that link doesn’t work, well, like the Elvis Presley song “Suspicious Minds”, which is about a mistrusting and dysfunctional relationship and the need of the characters to overcome their issues in order to “go on together” says, things just aren’t working out.
How do you maintain your trust factor?
The first step is to make sure that part of your arrangement with your designer is that their fee not only covers getting your site up and running, but covers maintenance for a 12-month period.
The second step is to set aside a few minutes to look on your site every day. If there is a link to something, click on it to make sure it works. If you have “Add To Cart” buttons on your site, go shopping and make sure the right item winds up in the cart at the right price (yes, you can just empty your cart and won’t have to wind up buying something just to check on your site).
And, when was the last time you read your “About Us” text on your site? Is there a typo that’s been lurking there from the beginning but nobody (other than visitors to your site) has noticed it yet? If there have only been a couple of pairs of eyes involved in the text on your site, find more people to read it on purpose. Perhaps a simple edit will make more sense, or make it say the same thing in fewer words.
Having your site accomplished in WordPress is part of making this work. While other systems are complex and can only be managed by a designer who is familiar with the software, code, language, programming, or whatever all that stuff is called, you can, with a reasonable investment of time and energy either by you or someone in your office, become skilled enough to make minor changes on your site’s pages when this simple content management system is employed. And, of course, when it’s necessary to go beyond the minor changes, that’s when you call for help from the designer you hired to accomplish the site and provide a given amount of time every month in order to handle necessary major updates and other functions that are beyond your skill level.
It’s simple. Building a site is only the beginning. Keeping it fresh and up-to-date is ultimately what allows you to do business on the web.
Learn from yesterday….Live for today…Look forward to tomorrow
Many people who have been in business long-term and still are today will admit to you that if you had told them 20, or even 10 years ago, that they would be earning a significant amount of their revenue via the Internet, and providing goods and services to people not only in parts of the United States that are thousands of miles away from their ‘brick and mortar’ location, but in foreign countries, they would have been skeptical to say the least. But, it’s the truth. Things have changed, and “doing business on the web” is a way of life even if your company only serves customers in a local service area.
And, many service contractors in the appliance and HVACR industries have adapted to customers requesting service via email, selling non-functional parts and other goods on their web site and shipping them without any phone contact whatsoever with their customer….just an Add To Cart button on their site that allows a customer to make a purchase after viewing photos, reading detailed descriptions, or watching a video.
And, there are some contractors that haven’t done an exemplary job of creating a web presence and keeping it up.
With that thought in mind, I will offer my not-so-humble opinion about what makes a good site for a service company (or any company for that matter), and what doesn’t live up to what people now just simply expect when it comes to web commerce.
Rule One: Hire somebody to build your site and maintain it. I know that there are likely hundreds or maybe even thousands of opportunities to have a site built for free or almost free….and when you see some of these sites, that’s exactly what it looks like: done for free in a couple of evenings with the help of some downloaded freeware or maybe a “Web Sites For Dummies” book. Don’t get me wrong. I’m not advocating flashing pages and a booming audio that looks and sounds like it a Hollywood production. But I am saying that you need to do your research and take advantage of what’s out there in the way of an up-to-date system and outsourcing the job to an independent contractor.
For example, instead of using any software system, move on to what is known strictly as a content management system employing WordPress. And…this is ironic….WordPress, since it isn’t somebody’s software, is free. But, that doesn’t mean you should just grab it up and then haul off and design and build your own site. Sure, either you, or somebody in your office will want to learn something about it so you can do some of the minor changes and even some experimenting once your site is up, but the bottom line in getting what you want means that you’ll have to hire a designer.
And in the world of WordPress that means getting the word out (via the web, of course) that you are looking for someone to handle your design, and you’ll have plenty of people getting back to you. And, be ready to consider entering into an agreement without ever having a face-to-face meeting. You might get lucky and have someone pop up near you, but then again, they might be hours out of your time zone.
When it comes to hiring a web designer, there are some important (and maybe not so comfortable) things for you to consider. For example, in the world of web people, you’ll most likely have to muscle up the faith to make some kind of payment of up front. That’s just how it is. I personally would not recommend paying the entire fee up front the first time you work with somebody, and some designers out there want you to do that. I think it’s reasonable to enter into a 50/50 agreement.
The reason I think this OK is because some of the hands-down best designers you will encounter don’t have a team of people to work on your site, or even an office you can go to, unless you’re invited into their home and down the hall to their spare bedroom. And the fact of the matter is, when you’re hiring an independent designer, they have to protect themselves just like you do. So, get used to the idea of investing a deposit in order to to get things started on your new site.
How do you decide whether or not to hire somebody? Ask questions, ask questions, ask questions. In the course of doing that, you’ll find the right person for the job and the end result will be a site that has what you want for your business, and one that your customers will respond to in a positive way.
On that subject, I’ll discuss that in detail in another segment.
Until next week….
Learn from yesterday….Live for today….Look forward to tomorrow
Redbook Magazine….imagine, not being able to trust an American institution like Redbook Magazine.
I found out recently that Redbook magazine, which has been around since 1903, can’t be trusted. It turns out that a while back, there was a special offer regarding a subscription to Redbook Magazine. If you were already subscribing to another magazine, you could, for the wonderfully small sum of $2.00 also purchase a one-year subscription to Redbook by using a credit card. What the offer didn’t tell you was that once your subscription was up, it would automatically be renewed via an automatic hit on the credit card you used to make the original purchase.
And, as it turns out, the only way you could find out that your credit card was about to be hit was if you happened to notice a small loose piece (called a ‘blow-in’ because that’s how they insert it in between two pages) that was included in a recent issue. And, if you did notice the piece in the first place, you also had to check the fine print on this seemingly innocuous and unimportant piece of paper to find out that if you don’t take action to cancel your subscription…well, as I said, your card will wind up being hit for a renewed subscription. Which, by the way, as I’m sure you can figure out, won’t be at the original $2.00 price.
And, oh, by the way, no matter how hard you search on the small blow-in piece, there’s no toll-free phone number listed so you can call to cancel if you want to. Heck, there isn’t even a non toll-free number listed so you can call to tell them that you don’t want them to hit your card for a renewal.
Redbook Magazine…so named by its first editor because, “Red is the color of cheerfulness, of brightness, of gayety.”
Well, there’s no cheerfulness, brightness, nor gayety in the fact that they’re engaged in what I consider to be a less-than-above-board practice. I mean, c’mon….I’m eligible for Social Security and my grandmother subscribed to Redbook Magazine! If Redbook Magazine is engaging in this kind of chicanery to sell subscriptions, how can you trust anything that’s printed on their pages anymore?
Well, they’re getting away with it, but we can all imagine what would happen if the HVACR industry decided that it would be OK to sell a service contract one year, and then just haul off and automatically hit the customer’s credit card for another year with nothing more than some kind of non-descript, easily ignorable “notice” that was inserted into a monthly issue of a magazine, and that ‘notice’ didn’t offer any simple and easy way to opt out of a renewed contract. All three major T.V. networks would be reporting the unsavory practice on their evening news reports. CNN’s Clark Howard would be warning us about this ripoff scam that would be reaching into our pocket for money. There would be a thread on an Internet discussion board that would have several hundred comments about how HVACR contractors can’t be trusted.
No, we wouldn’t pull a stunt like this. We would let our customer know that their contract was due to expire and then ask them if they would like to renew.
Shame on Redbook.
Learn from yesterday…Live for today…. Look forward to tomorrow
To close or not to close, that is the question….
Ahhh, but, is that the question…?
No, it’s not. In reality it’s not the question because of course, anybody who is in the business of selling something is always supposed to close and ask for the order. But, when it comes to the difference between closing in person (or, even on the phone), and closing via email, there is a question, and it needs to be answered.
In this day and age of e-commerce, it’s easy for people who sell things for a living to see the Internet as a double-edged sword. On one hand, being able to field a phone call and respond to a question with, “We can explain that by looking at our web site right now. If you’ll go ahead and bring it up, I’ll be able to show you the answer to that question,” or having the ability to post informational videos on You-Tube that lead people to your site is nothing short of wonderful. On the other hand, smart phones, Google, etc…have made fact and price confirmation almost second nature for savvy customers, and while I personally don’t see a problem with that, I know that some people in sales wish the Internet had never been invented…..whether Al Gore did it or not.
But, going beyond the love it/hate it relationship idea, there’s another issue that is important for salespeople while they are communicating with a potential customer who has chosen to use email rather than a phone to ask the questions they feel they need to ask in order to arrive at a buying decision. (By the way, this is not a discussion about shoppers shopping for nothing more than the cheapest price via the Internet. You’ll note that I said that it’s about customers who choose to confirm pricing and information via today’s technology, not somebody looking for the least possible low-ball price.) And, replying to those customers with answers to their questions is part of what it’s all about, and it’s also about closing the sale…..or is it?
Well, yes, but not in the same way we might close if we were dealing personally with perspective customer.
In a face-to-face situation, when the time is right, there’s nothing wrong with being direct, closing, and asking for the order. A simple “Are you ready to go ahead?” is a direct close that some might refer to as a ‘hard close’. But, as I said, in a face-to-face situation where you can judge what the customer is feeling, I don’t necessarily consider this a ‘hard’ close as much as it is just a ‘direct’ close. If you’ve answered all the questions and explained all the benefits of making the purchase, then, by all means, go ahead and be direct.
In the event that it’s not face-to-face, though, asking the same question via email doesn’t work. It’s just type on a screen, which makes it impersonal by nature. And, to the customer the same statement can feel like, “all right already, we’ve talked enough, so now are you ready to go ahead, and, if you’re not, say so and I’ll move on to the next customer”, which at best, is disappointing to them. At worst, they will be offended by what the perceive as nothing more than greed, and decide they don’t want to do business with you after all.
Closing via email is better accomplished with a “Please let me know if you have any more questions and let me know when you are ready to go ahead.”
Learn from yesterday….Live for today…..Look forward to tomorrow
At first blush, it may seem odd to be discussing carbon monoxide on an HVACR-related blog in August, but I came across a discussion thread on the subject recently, and read about a 65-year-old couple who lived in a housing authority rental in Portsmouth, Virginia, and recently died of carbon monoxide poisoning….they were found dead in their apartment in late June….and I decided that I had to talk about it in this week’s post.
I’ve said before that when it comes to CO poisoning (the chemical designation for carbon monoxide is CO since it is a product of carbon and oxygen), many consumers don’t think about the possibility of it happening until they consider the heating equipment in their homes, and whether or not it’s safe to operate their gas or oil furnace through the heating season. And, when they call in a professional to check their furnace sometime in the fall, one of the things they sort of have an idea about is that a fuel-burning furnace has a heat exchanger that, if it’s cracked, can cause the deadly by-products of combustion to leak into their living space. But, as I’ve also said many times before, CO poisoning doesn’t happen only in the winter, and it’s not only related to the operation of a furnace.
A water heater that operates on natural gas or propane could be the source of carbon monoxide in a building, and one of the reasons it can occur is something that people often don’t think about; upgrading their home by making it more energy efficient. The reason this can happen is simple. Since a water heater employs a natural draft vent system that depends on a slightly negative pressure to expel carbon monoxide and the other by-products of combustion, making a building tighter could result in back-drafting, which causes causes the gases to spill back into the living space rather than being vented to the atmosphere. Non-vented appliances, such as gas ranges, are another source of dangerous CO levels in a building. If the burners are not properly adjusted and operating cleanly, they will emit higher-than-normal carbon monoxide.
Whatever the source, a CO alarm is supposed to protect the building inhabitants, but in the case of the people in Portsmouth, according to a news report, an investigation found that the alarm had been tampered with because there was no battery and wires had been cut. The report didn’t offer any details beyond that observation, but one has to wonder why the alarm had been purposely disabled. When it comes to CO alarms many people are surprised to find that the one they have in their home is useless for a variety of reasons. The first one is the age of the device. I have a standard over-the-counter alarm that I show at the beginning of our facility maintenance training workshops, and I tell attendees that although the alarm has never been out of the package, it is absolutely useless.
The reason? I bought it more than four years ago.
A CO alarm does what it does via a sensor that reacts to carbon monoxide, and in many cases, the shelf life of that sensor is approximately two years from the date of manufacture. A homeowner that isn’t aware of the fact that a CO alarm must be replaced regularly will often tell a technician that they are sure their alarm works because, they “change the battery every year and push the test button to make sure that the alarm goes off.”
That’s all well and good, but the fact of the matter is, pushing a test button only shows that the battery is not dead and that the alarm is being tested manually. The only way to check the sensor operation on a CO alarm is to employ a test kit consisting of a plastic bag that surrounds the alarm and an aerosol can of a chemical that, when sprayed into the bag, causes the alarm to sound.
Beyond the sensor life of a CO alarm, there is also its sensitivity to consider. In many cases, CO alarms are designed to sound only when the level of carbon monoxide in the building reaches a point where it would be harmful to a healthy adult male, which means that it provides practically no safety for women and children, infants, or the elderly, all of whom will be more adversely affected by lower levels of carbon monoxide.
As an HVACR technician it’s our responsibility to be aware of the limits of some CO alarms and conditions that can affect the proper operation of a vent system or a non-vented fuel-burning appliance.
Learn from yesterday….Live for today….Look forward to tomorrow
In a perfect HVACR world, all comfort cooling duct systems would be designed for maximum efficiency and minimal heat gain and installed properly so that objective would be achieved. But, as we all know ours is not by any means a perfect world. A duct system in a tract home, for example, is often far from perfect. And it’s not just because of the design of the duct system itself, or because the installation wasn’t done right. The design of the building is a factor. To make my point, I’ll use the example of a typical extended plenum supply duct system in which the main trunk is manufactured either from fibrous duct board or sheet metal, and the branches are flex duct.
It’s common to find this sort of design and use of materials in a home that employs truss roof construction that creates an ‘attic’ crawl space. And, temperatures in that space will be significantly higher than the outdoor ambient temperature, and fantastically higher than the temperature of the air being transported through the duct system. Not that the specific numbers are the most important thing to consider at this point in our discussion, but it’s not uncommon to find an attic temperature far beyond 100-degrees F, while, in fact the temperature of the air in the supply duct will often be in the mid 50s….at least that’s what it would be after leaving the indoor coil and just starting its journey to the supply registers.
But, imagine this: You decide to do a fundamental inspection on the duct system and the building described above, and as you enter the attic on a 95-degree outdoor ambient day, you look up and see the bottom side of the roof sheathing above you. No foam insulation sprayed on the plywood, just the sheathing. And, now imagine that you recall that the roofing on this building is the typical dark charcoal color shingles used on tract homes. And, of course, when you look down at the main trunk and the flex duct, you’ll note that it is resting on, or perhaps suspended just above, the correct amount of ceiling insulation.
Yes, a typical installation, with the ceiling insulation required by code, the main trunk properly constructed with a reducing plenum to promote the proper static pressure in the second and third segments, and the flex duct properly installed, tightly connected with nylon zip-type duct straps to the main trunk transitions and the boots for the supply registers, pulled tight with no extra ducting snaking around the crawl space or hanging awkwardly from a truss. An installation done correctly, according to design….and not working nearly as efficiently as it could.
The reason, of course, is the extreme temperature difference between the supply duct air and the crawl space. While the air may exit the coil at the design temperature when the outdoor temperature is relatively mild, you can bet that that the system won’t be able to perform as it should once the temperature rises. Consider this: Ductwork insulation may be rated as low as R-6 or even R-4, which means that the amount of inevitable heat gain that will result in, say, one branch of the system, means that the discharge air temperature from that register will be significantly higher than it needs to be in order to achieve the desired comfort level in that room. And, that will result in extended run cycles that affect equipment performance, and increase operating cost.
The solution to this type of performance problem isn’t rocket science. Foam insulation on the underside of the sheathing will bring the crawl space temperature down significantly, or adding extra insulation around all ‘exposed’ ductwork to increase the R-factor and reduce the amount of heat gain in the air supply system will also allow the equipment to do the job it is designed to do.
Learn From Yesterday….Live For Today….Look Foward To Tomorrow
Being up-to-date can mean different things. In the case of the HVACR technician who has a great deal of general training along with extensive work experience in troubleshooting refrigeration and air-conditioning systems, up-to-date can mean a short, one-hour, factory-provided training session on the latest version of ECM (Electronically Commutated Motor) and the newest, updated troubleshooting procedures that don’t apply to earlier versions of this type of motor but do, in fact, apply only to this newest product.
And, without that “up-to-date”, one-hour information session, that technician may be lost when encountering that particular motor, which could result in wasted time, a mis-diagnosis, unnecessary expense for the customer, stress for the technician, etc….
“Up-to-date” can also have a different meaning for somebody without the great deal of training along with extensive work experience as described above. It could mean that this particular technician needs either an overview or a review of the fundamental concpets of electrical troubleshooting, or the general test procedures related to a particular type of relay or control system, or, maybe the same level of information related to refrigeration and air flow systems.
And, that “up-to-date” information could have been published this year, last year, the year before that, yet another year before that, or even five years ago, and it it will be “up-to-date” because the fundamental concepts being taught were developed and understood early in the history of the development of HVACR (such as the physics that govern the ability of a refrigeration system to accmplish heat transfer or the concepts that explain how to trace an electrical circuit from source-to-source in order to isolate that circuit and then perform the appropriate component testing….providing one has an understanding of what ‘right is in the first place’….to determine through the process of systematic elimination whether that component or another one in the circuit is responsible for the failure of the equipment to operate), because it’s general, common-sense information that technicians need to know in order to do their job.
All of this simply means that technicians need to know if what they need is ‘up-to-date” specific, applying-only-to-a-particular-component information, or ‘up-to-date’ information on general principles that actually helps them do two things:
1. Develop their overall troubleshooting skills.
2. Be able to completely understand what’s being presented in the first ‘up-to-date session I mentioned at the beginning of this post.
Learn from yesterday….Live for today….Look forward to tomorrow
If you’re a product of the American education system (or just about any education system in the world) you took tests while you were in school. And, the scores you managed on those tests determined in a large part what your GPA (Grade Point Average) was, and, at the end of a semester, quarter, or academic year, you got your number….the one that showed how well, or how poor you were at taking tests. Oh, sure, there were other things that you accomplished that contributed to that number. Homework assignments that you completed successfully, for example, often contributed a given percentage to your number. Or, in some cases, there were other classroom assignments, or even ‘extra credit’ things that you could do in order to bring your number up high enough so you wouldn’t wind up having to repeat an entire grade because your test scores wouldn’t be good enough on their own to allow you to move on the next grade.
Ah, yes, tests…..when it comes to tests and test-taking, people fall into one of two categories: Either they are good at taking tests, or they’re not. There’s just not a lot of middle ground here.
The way an academic system works when it comes to tests, is that we’re supposed to gather as much information about the test as possible. And then we’re supposed to study that information (cram for an exam), try to memorize as much as possible, and then, on the day of the test, hopefully regurgitate as much as much of the information we gathered and crammed as possible, and answer a majority of the questions correctly so we’ll get a passing score. And, the kicker here is that once you’ve studied, crammed and regurgitated, that particular test is history and it’s time to move on to the next test.
No wonder some people don’t like to take tests.
When it comes to test-taking, people who handle it well are usually of one of two learning styles. Either they are dominantly visual or auditory learners, meaning they can learn a lot just by seeing, or by listening carefully, or by employing those two skills in combination. People who don’t handle test-taking well are often of a different learning style altogether. They’re considered to be kinesthetic learners, which means their dominant information processing characteristic that allows them to learn and figure things out is ‘feeling-based’….touching….holding…hands-on stuff. People who are visually or auditorially dominant tend to gravitate toward academic, business, or other related professions. People who are kinesthetic tend to wind up in professions where they “work with their hands”.
HVACR technicians “work with their hands”….but they also work with their head, which is what makes them a technician, and technicians simply have to face the fact that testing and certification is (and should be) part of their professional life. Is this always easy and pleasant? Certainly not. I’d be lying to you if I told you that the six HVACR industry certifications I’ve tested for over the years (in the areas of carbon monoxide and combustion analysis, air balancing, and heat pumps) was easy and pleasant. But, in the process, I learned something about the subjects I had to test on, and, in the end, it contributed to my competency.
And, competency is what we’re all striving for when we are professionals who are passionate and dedicated to our craft, no matter how the testing system looks to us. Here are three simple lines that I think technical professionals should live by as long as they decide to stay in a career such as ours:
Work with your hands; you are a mechanic.
Work with your hands and your head; you are a technician.
Work with your hands, your head, and your heart; you are an artist.
Artists are passionate about what they do, and while, yes, they do get paid for what they do, there’s more to their chosen craft than money. They do what they do because it feels right, and because it gives them a feeling of satisfaction that goes beyond receiving payment for what they do, then using that payment to cover their monetary obligations. And, if taking tests is part of what has to be done in order to be able to continue doing what they do, then, well, they figure out a way to get it done, whether they like that part of their career choice or not.
Learn from yesterday…..Live for today…..Look forward to tomorrow
One of the things I like about having a blog is that I can decide to write about anything I want to and post it where others can see it. Sure, it’s not like getting an article published in a magazine, or getting a book published, but it is, after all, a form of publishing, and it can often lead to the same result that books and magazines can lead to….getting a diaglogue started among people, which, in the end, winds up creating some kind of change for the good.
With that thought in mind, the dialogue I want to get started with this post is, as the title states, “What should it cost to repair HVACR Equipment?”
The reason I’m raising this issue is because of an incident I became aware of regarding a request for a repair, and the price that was charged for a diagnosis and the price that was quoted to complete the repair. I’ll say up front that I wasn’t there when this situation unfolded, and I also understand that there may be details that I don’t know about, but I consider my source to be reliable, and I’m convinced that I have enough information to discuss this situation and give you my opinion on it.
This is about a package unit heat pump and a home in Phoenix, Arizona. The customer’s complaint was simply, “not cooling” and when the technician employed by an area service company arrived and checked the equipment, this is what I’m told happened:
The technician attached gauges to the system and then decided to pressurize with nitrogen to find a leak. He told the customer that the leak was in the pilot tubes of the reversing valve. The bill for the diagnosis was $440.00 after a $25 discount.
The quote to replace the reversing valve was $2,129.00.
If you’re good at arithmetic, or if you have your smart phone handy, you can quickly determine that the total cost for this repair would be $2,569.00, and, according to the information provided to me, this figure was arrived at by using a price guide of some sort.
And, now, I’m going to give you my opinion on this situation, because, after all, we are all entitled to our opinions about things, and after you read this, I welcome yours.
Ridiculous. Outrageous. Crazy. Beyond belief. Gives the entire HVACR industry a black eye.
I could go on, but I would just be saying the same thing over and over again with different words. And the reason I believe the way I do about this situation is because of my calculations of what it should cost in order to diagnose this problem, replace a reversing valve, install a drier, evacuate and re-charge the system, and monitor the operation to make sure the equipment is operating properly before I leave.
Yes, that’s my number. And, to explain in simple terms how I arrived at that figure, I considered a service call and diagnostic fee, a marked-up price for the reversing valve and drier that I would purchase at wholesale, the necessary miscellaneous supplies, the labor to accomplish the repair, and a fair profit….all of this based on the concept of understanding my cost of doing business. (And, just to be sure that I didn’t miss something or suddenly get stupid because I was so incredibly astounded by what I was told about this situation, I went through this process with a colleague of mine that I trust implicitly.)
Again, employing simple arithmetic, I have to ask the question, where is the $1,709.00 difference in price coming from?
Now, I can understand how you may have some questions about this, like, “is there something you don’t know about this situation?”
Well, anything is possible, but, based on the facts presented, I doubt it.
Or, maybe you’re wondering if the technician’s diagnosis was correct. Well, when you check the wiring diagram on this equipment, you’ll find that it employs a low-pressure safety switch that needs to be closed in order for the compressor and outdoor fan motor to operate, so it’s conceivable that the refrigerant had, in fact, leaked out, leading to a procedure in which nitrogen would be used to find the leak, and, of course, since nothing is impossible when it comes to HVACR equipment failure, a leaking pilot tube on the reversing valve could be the problem.
As I said, I welcome your comments (providing they are civil) on this situation, whatever they may be.
Learn from yesterday…..Live for today…..Look forward to tomorrow